CAPABILITY

Increase engagement and build a stronger brand with sales and customer service analytics

Transform your approach to sales and customer service through data insights

Overview

How effective is your sales force? Are your teams achieving consistent results? Is your investment delivering the returns you need?

Our four-phase analytics-based approach uses rigorous research to transform your sales and services. We make improvements by integrating all three components of an effective sales force: competencies, behaviors and personality. We tailor our services to fit a variety situations and roles, and to accommodate your specific success drivers.

High performance relies on an efficient sales force; we can help you identify opportunities and improve your customer service productivity.

Tectonic shifts in digital technologies are reshaping how we work and live

Digital technologies, including advanced analytics applications, are transforming entire industries and generating new and innovative way to sell to and service customers on a global scale. Watch the video to learn more.

Specific Services

We use a unique and proven approach to develop efficient, productive and high-performing sales and customer service teams across your organization.

Explore our four-step approach:

Analytics roll-out

We use analytics tools to collect and analyze financial and HR data for all targeted sales roles. Once your performance is mapped, we create customized dashboards so your sales people, managers and executives can access performance insights.

Mobility solutions for products

Your performance maps help us understand which personalities, competencies and activities generate successful sales. With this data, we make comprehensive reports for each sales person, manager and executive, identifying performance gaps and pinpointing the best coaching and programs for improvement.

Planning and enablement

We first assess your current activities and performance. With a communication plan in place, your sales team will learn about your new approach. They’ll be able to access their personal sales data and recommendations in a web-based portal, increasing engagement.

Road map implementation

Once we’ve identified gaps, we create an improvement road map. This includes detailed development plans with robust business cases; coaching guides for managers; an online portal to support ongoing development; pre-hire and succession management; and continual refinement of sales-related HR processes.

Case Studies

Creating an Integrated Customer Information Management System for AstraZeneca

AstraZeneca, a major international pharmaceutical company, partnered with us to develop a tailored interactive mobile application, drawing on our deep knowledge of web and native software development. AstraZeneca UK also drew on our end-to-end mobile marketing services including user interface and layout design, content and application development, mobile application deployment, mobile application hosting and analytics for closed-loop marketing. With our help—within just three months—AstraZeneca UK designed and delivered a comprehensive interactive
mobile application solution for use by its sales force.

Discover how social helped the Australian Rugby Union (ARU) change the game

The ARU has partnered with Accenture to use cutting-edge technology—including analytics, mobility and innovative cloud-based customer relationship management systems to build a unique experience for its members and fans and create a vibrant commercial future for the organization.

Motivated by intensifying competition, a leading biopharmaceutical company turned to Accenture for our analytics expertise and a demonstrated history of helping life-sciences companies pursue high performance.

Accenture recommendations included tactical quick wins and a long-term, strategic blueprint for analytics. To supplement a shortage of human resources, Accenture provided seasoned marketing and sales analytics talent that hit the ground running.

Improved sales and marketing analytics are now providing insights with greater speed and efficiency, thereby providing a competitive advantage for the client's operations in Australia.

A French bank's clerical and compliance burdens lead to account managers being inadequately prepared for customer conversations. The bank sought to improve its customer conversations around complex needs and products by leveraging their own customer data with new artificial-intelligence technologies.

Accenture built an innovative Customer Dialogue Platform by reviewing how top sales representatives managed client relationships and leveraging that information with best practices and historical data. The platform allowed for the generation of text-based reports in mere seconds—reports account managers could use to see crucial primary information and share appropriate products and services with customers.

Why Accenture Applied Intelligence

We make sales transformations in four phases: planning and enablement, analytics roll out, performance analysis and road map implementation.

We use analytics to measure the traits of your best sales people. Then we create a program to encourage lower performers to improve. With an extensive database of proven sales practices, your sales team can start using new strategies confidently.

Our approach also gives sales managers actionable insights into performance. We help them to improve productivity, recruitment and corporate training practices, all while reducing costs by up to 50%.

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